Contact TechDesk for Assistance; note hours of operation
IR&C provides support for desktops, laptops, and PDAs to all UCOP personnel in Oakland-based departments.
Desktops/Laptops
- Provide central helpdesk for all computing questions about services, hardware, and software
- Track problems through incident ticketing system
- Provide hands-on assistance with software/hardware problems
- Conduct remote troubleshooting of computers on UCOP network
- Set up and manage laptop encryption
- Provide centralized spam e-mail filtering and anti-virus services
- Manage listservs
- Research, test, and deploy new tools and technologies
Software
- Create and manage the standard operating system, called the managed desktop image (MDI)
- Purchase and install standard software (i.e., Microsoft Office, Adobe)
- Use networked tools for automated installation of updates and patches to standardized software
- Assist in the installation of nonstandard software (does not configure, troubleshoot, or provide user training)
Note: Departments purchase non-standard software. Nonstandard software is removed if it interferes with monthly patch administration.
Hardware
- Support current models of Dell and Mac machines.
- Install, configure and, as necessary, arrange for repair of in-warranty supported hardware
- Maintain departmental hardware inventory; notify departments when warranty is due to expire
- Provide a price quote for recommended hardware purchases and the department is responsible for procuring the hardware (desktops, laptops).
Note: Departments purchase their own desktops/laptops: All computers must be under warranty. It is recommended that Dell machines be supported by Dell’s Gold Maintenance Plan and Macs be supported through AppleCare.
PDAs
- Support current Treo and Blackberry devices
- Set up all Blackberry accounts
- Configure PDAs to receive e-mail and calendar services
- Train employees in using their PDA
- Host the Blackberry server
